Sales Service
Resume:
Marvin J Schmitt
Apple Valley, Ca 92307
*********@***.***
Mobile: 442-***-****
.
EXPERIENCE:
March 1, 2012 Clemmer Services
May 15, 2012 Barstow, Ca. 760-***-****
Position Held: Comfort Consultant: Followed up on sales leads. Met with customers in their homes providing them with information and a proposal on Trane Air Conditioning and Heating equipment.
Worked local Home and Garden Shows and Lowes for appointments.
September 2008 QSR Systems
To Dec. 2010 Valencia, Ca. 661-***-**** EXT. 7004
Position Held: Sales and Administrative Support: This was a part time position supporting the sales department, accounting department and operations department. Scheduled meetings and prepared materials for presentations for the sales department, worked with the accounting department on special projects, arranged for delivery of editing equipment.
September 2005 Yellow Book USA
To April 2008 Victorville, Ca. 760-***-****
Position held: Media Consultant: Increased Yellow book profits and company growth by selling print and Internet advertising in the cities of Victorville, Big Bear and Lake Arrowhead. Met with current advertisers and recommended programs that would help their business grow. Worked through local Chambers of Commerce for new customers by donating time to the local chambers on projects, attending mixers and monthly meetings.
March 2003 Weir Canyon Honda/Acura
To April 2005 Anaheim, Ca. 714-***-****
Position held: Customer Relations Manager/EXCELL Facilitator: As in-house-facilitator my responsibility was too establish various “Customer Touch Processes” in the area of Service, Sales, and Parts. The processes are used to standardize the way they did business. By standardizing certain functions, it allowed me to evaluate our performance
by using feedback from American Honda and customer contacts. Customers were contacted within 24 to 48 hours after their purchase to ascertain their level of satisfaction.
Each customer was asked to evaluate the salesperson and the overall sales process. The same was done for finance, and the internet departments. American Honda provided CSI
data which they collected through their own follow up system. This data, combined with my own data was analyzed and trended. The results were documented and presented to
the management along with my recommendations.
March 1994 KIA Motors America, Inc.
To August 2002 Irvine, Ca. 949-***-****
Position held: Roadside Assistance Supervisor: Managed Kia’s Roadside Assistance Program in conjunction with the Consumer Affairs Department. I developed Kia’s Roadside Assistance guidelines for the “Extra Miles Care” program. Ensured vendors compliance with contract. Reviewed monthly billing invoices from roadside provider and charged
vendor back if tows were outside of warranty guidelines. Provided monthly reports to management. Worked with Cross Country Motor Clubs management to make improvements on customer handling internally and by the individual tow facilities.
Developed a program for the Recovery of towing expense through Kia’s warranty system. Supported Kia’s Fleet Department by working directly with Kia’s fleets on service and warranty issues. Provided technical support.
Managed the day-to-day operation of Kia’s Alternate Service Location program. Reviewed and authorized warranty repairs, shipped necessary parts. Acted as the District Part and Service Manager for 60 independent repair facilities. Handled all customer concerns related to repairs performed by an Alternate Service Location. Extended goodwill if needed to ensure customer satisfaction. Sent out survey letters to customers that used Kia’s Alternate Service Locations to monitor customer satisfaction.
June 1988 Hyundai Motors America, Inc.
To March 1993 Fountain Valley, CA 714-***-****
Position held: Consumer Affairs Supervisor: Worked with management and established Hyundai’s
in house call center, eliminating the need for regional consumer affairs staff and centralizing into one location which improved the level of customer handling and customer satisfaction.
Developed the call centers policies and procedures manual. Worked closely with the field staff and established guidelines for customer handling by the District Parts and Service Managers.
Developed a tracking system for the handling of incoming correspondence. Used the ACD system to track time spent on correspondence. Used incoming mail to give phone representatives time away from phones for stress relief.
February 1976 Firestone Tire and Rubber Co.
June 1988 Huntington Beach, Ca. 714-***-****
Position held: Store Manager: Responsible for overseeing sales and service personnel in the store.
Responsible for the security all assets and merchandise within the store. Performed in store audits and inventories semiannually.
Called on outside commercial accounts and followed up on new prospects to increase sales. Established individuals sales quotas based on sales quotas established by the company for the store.
Responsible for the profitability of the store, hiring of new employees and all aspects of
Human resource functions.
EDUCATIONAL BACKGROUND:
Alhambra High School, Alhambra, California - General Education
Diploma – June, 1969
Pasadena City College, Pasadena, California – General Education
Attended – August, 1969 through January, 1970
East Los Angeles College, Los Angeles, California – General Education/Business
Attended – January, 1972 - June, 1973
Military Experience: Army, (1970-1972) Honorable Discharge.
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